Discovery commerce is turning the traditional shopping experience on its head. Instead of searching for specific products, consumers are now discovering them through smart algorithms, short-form videos, and live content tailored to their interests.

JP Stoops, Head of TikTok Shop's App Store, joins Zendesk Insights to explain how community, creator content, and AI are reshaping the path to purchase.

Key Takeaways:

(00:00) The importance of ecommerce brands embracing technology and community to drive growth.

(02:11) Discovery commerce is transforming how people find and buy products.

(05:03) The role of TikTok Shop in the larger TikTok

(08:20) Authenticity performs well on TikTok

(09:35) Role of creator collaborations in creating authentic content

(11:01) The importance of building trust with users

(13:43) Unpacking the live shopping trend and its origins

(16:56) Best practices for getting started with live shopping

(19:37) Live shopping provides real-time product feedback

(20:51) Important apps and integrations for any TikTok seller

(22:55) 4 things JP is excited about for the future

(24:01) Importance of generative AI as a tool for creators

Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.

Sign up for a free trial at zendesk.com/ai.

#ZendeskAI #CX #CustomerService #CustomerExperience

On this episode, we’re joined by Naomi Rankin, Global Customer Care Manager at Lush. Naomi shares her journey of integrating AI into Lush’s customer service operations while staying true to the company’s ethical values. With nearly a decade of experience, she leads a diverse team supporting Lush’s mission to deliver exceptional, personalized customer service globally.

Key Takeaways:

(02:10) Leveraging AI to handle 55% of customer interactions, allowing human agents to focus on more complex issues.

(05:30) Balancing technology with a human-first approach to maintain Lush’s personalized customer service.

(09:00) The introduction of Marvin, Lush’s AI tool, and its role in improving efficiency.

(11:25) Managing peak customer inquiries, such as during Black Friday, with AI-driven solutions.

(14:40) Testing AI tools in a sandbox environment to ensure alignment with Lush’s values before deployment.

(17:50) Implementing AI-powered order tracking to enhance both customer and team efficiency.

(20:15) Prioritizing data ethics by treating customer information with the same care as Lush’s product ingredients.

(22:00) Creating new roles focused on AI management and quality control while streamlining operations.

Resources Mentioned:

Naomi Rankin - https://www.linkedin.com/in/naomi-rankin-34570035/?originalSubdomain=uk

Lush - https://www.lush.com/

Zendesk AI Summit

Sign up for a free trial at Zendesk.com

#CX #CustomerService #CustomerExperience

On this episode, we’re joined by Alexander Kouts, CEO of Indigov. Alexander shares his mission to bring private sector efficiency to the public sector, using technology to improve engagement between elected officials and their constituents.

Key Takeaways:

(02:00) Alexander’s background and how he started Indigov.

(04:36) Challenges faced by government agencies in communicating with the public.

(07:12) Indigov’s success in reducing response times from 80 days to less than eight hours.

(08:48) Utilizing Zendesk to streamline communication processes.

(11:24) The importance of empathy in customer service and AI.

(14:00) Security and regulatory considerations in applying AI in government.

(16:36) Future potential of AI in government services.

(19:12) Successful implementations and positive outcomes from Indigov’s work.

(21:48) AI’s impact on the relationship between constituents and government.

(24:24) Responsible use of AI in government services.

Resources Mentioned:

Alexander Kouts - https://www.linkedin.com/in/akouts/

Zendesk AI Summit - https://event.zendeskai-summit.com/

Indigov - https://indigov.com/

Sign up for a free trial at Zendesk.com.

#CX #CustomerService #CustomerExperience #AI